Manager, Scaled Customer Success, AMER

Notion; San Francisco (CA); On-site; USD 180,000 - 200,000; Full time

Job summary

A leading company is searching for a Manager of Scaled Customer Success to drive customer engagement and revenue growth. This role involves leading a dynamic team, collaborating cross-functionally, and implementing strategies to enhance customer satisfaction and performance. The ideal candidate will have a strong leadership background and a growth mindset. Competitive compensation is offered, reflecting the importance of this role in the organization.

Benefits

Competitive compensation

Equity

Benefits

Qualifications

• 3+ years as a CS leader or manager.
• Ability to communicate complex info clearly to executives.

Responsibilities

• Boost product adoption, retention, and customer value.
• Recruit, train, and mentor a high-performing Customer Success team.
• Develop KPI/OKR systems for operational excellence.

Skills

Leadership

Communication

Growth mindset

Data-driven insights

Tools

Notion

Gainsight

Job description

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About Us
We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.

We've been working on this since 2016, with customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more. We're growing fast and seeking talented, diverse, and creative individuals to join us. Notion is an in-person company, requiring employees to come to the office on Mondays & Thursdays, and spend most of their week in the office.

About The Role

We are seeking a motivated Scale Customer Success Leader with an entrepreneurial spirit to join our GTM Team. You will define and iterate on CS strategies, provide customer feedback, drive adoption, own value delivery, and generate revenue growth. You will own the strategy and execution for your segment.

What You’ll Achieve

1. Increase Team Performance: Boost product adoption, retention, and customer value by implementing effective strategies in the Mid-Market segment.
2. Team Leadership: Recruit, train, and mentor a high-performing Customer Success team, fostering a culture of excellence.
3. Data-Driven Insights: Develop KPI/OKR systems and scalable processes for operational excellence.
4. Cross-Functional Collaboration: Partner with Sales and Engineering to ensure smooth onboarding and continuous improvement.
5. Resource Development: Create educational materials and success plans to maximize customer satisfaction.
6. Issue Resolution & Strategic Impact: Lead escalations and resolve complex challenges swiftly, supporting long-term growth.

Skills You'll Need

• 3+ years as a CS leader or manager
• Ability to communicate complex info clearly to executives
• Effective across levels and audiences
• Strong leadership and empowerment skills
• High ownership mentality
• Comfort with ambiguity and startup pace
• Growth mindset and building team capabilities

Nice To Haves

• Experience as a first or early hire in a startup
• Technical skills
• Experience with Notion or Gainsight
• Building CS playbooks or processes
• Hiring and training talent at scale

We value diversity and encourage all qualified candidates to apply. Notion is an equal opportunity employer and offers competitive compensation, including equity and benefits. The estimated total annual compensation for this role in San Francisco is $180,000-$200,000.